# Fraud Operations Team Lead

**Company:** [Stripe](https://hotfix.jobs/companies/stripe)
**Location:** Mexico City, Mexico
**Role:** Customer Support
**Experience:** 6+ years
**Skills:** Fraud Operations, Fraud Strategy, Financial Crime Operations, Risk Operations, Fraud Detection, Jira, Incident Management, Data Analysis, Kpi Reporting, Root Cause Analysis, Team Leadership, Cross-Functional Collaboration
**Posted:** 2026-08-06

> Leads a player-coach fraud operations team, balancing complex casework with coaching, performance management, investigations, and process improvement. Requires 6+ years in fraud or financial crime operations, leadership experience, data-driven decision-making, and English-Spanish fluency.

## Job Description

## Responsibilities
- Lead, coach, and develop a team of Operations Associates through regular 1:1s, performance conversations, and structured goal-setting aligned with organizational priorities.
- Monitor and report on team performance against KPIs, managing capacity, scheduling, and workload distribution across queues and channels.
- Dedicate approximately 40% of time to core casework, including complex, high-risk escalations and quality reviews.
- Serve as a subject matter expert in Risk and Fraud Operations, guiding investigations to protect the business, brand, and mission.
- Lead root cause analyses on complex operational challenges, using data to identify trends, surface gaps, and drive improvements.
- Develop sustainable solutions to systemic issues and present data-backed recommendations to leadership.
- Build and maintain cross-functional relationships across the Risk organization, representing team priorities in strategic forums.
- Support recruitment, hiring, and onboarding while fostering an inclusive, high-performing team culture.
- Advocate for product and process improvements that deliver lasting operational impact.
- Champion company-building initiatives, mentor future leaders, and model organizational principles in decision-making.

## Requirements
- 6+ years of experience in Fraud Operations, Fraud Strategy, or Financial Crime Operations.
- Experience coaching and leading operations teams, with a track record of managing and improving performance.
- Experience mentoring others and delivering constructive, growth-oriented feedback.
- Ability to use data to drive operational decisions and deliver weekly and monthly business metrics and reporting.
- Subject matter expertise in Risk Operations.
- Ability to work cross-functionally to deliver results and build strong partnerships.
- Strong planning, prioritization, and time management skills.
- Excellent written and verbal communication skills.
- Fluency in English and Spanish.

## Nice-to-haves
- Knowledge of risk reviews, policy and compliance operations, and fraud detection tools.
- Experience managing risk events and identifying at-risk scenarios within operational systems.
- Experience leading or contributing to cross-departmental or transformational initiatives.
- Familiarity with Jira and incident management workflows.

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